Customer loyalty to Islamic mobile banking: evaluating the roles of justice theory, religiosity, satisfaction and trust

Abstract

Purpose

This study evaluates the integrative role of justice theory, religiosity, satisfaction and trust in influencing customer loyalty to Islamic mobile banking.

Design/methodology/approach

This study surveyed 370 customers who used Islamic mobile banking. The authors employed SEM-PLS to estimate the proposed model and answer the hypotheses.

Findings

Empirical facts show that distributive justice, procedural justice and interactional justice can increase loyalty through the role of satisfaction. On the other hand, distributive justice, procedural justice and religiosity can predict loyalty through the role of trust.

Practical implications

This study encourages Islamic mobile banking providers to improve the quality of benefit distribution, the application of procedures and interaction among all levels of users. In addition, religious education innovation is also important to increase customer activity in using Islamic mobile banking.

Originality/value

Until now, none of the studies have estimated the loyalty of Islamic mobile banking users based on the integrative roles of justice theory, religiosity, satisfaction and trust. It, therefore, highlights the originality of this study.

Citation

Muflih, M., Zen, M., Purbayati, R., Kristianingsih, K., Karnawati, H., Iswanto, B. and Juniwati, E.H. (2024), "Customer loyalty to Islamic mobile banking: evaluating the roles of justice theory, religiosity, satisfaction and trust", International Journal of Bank Marketing, Vol. ahead-of-print No. ahead-of-print. https://doi.org/10.1108/IJBM-03-2023-0187